In this webinar, we’ll address how to approach workflow today. We’ll also hear how large government, healthcare, and financial services companies are successfully combining workflow with new forms of automation and enterprise content management, illustrating how an integrated digital business automation strategy is adding value to the organization. Want to follow along with the webinar replay? Download it here for FREE: http://info.aiim.org/the-new-workflow-imperative

1. Underwritten by: Presented by:
#AIIMYour Digital Transformation Begins with
Intelligent Information Management
The New Workflow Imperative:
An Integrated Automation Strategy Connecting
Process Automation to the Business
Presented June 27, 2018
The New Workflow Imperative:
An Integrated Automation Strategy Connecting
Process Automation to the Business
An AIIM Webinar presented
June 27, 2018

2. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 2
The Shift from Tech Resource Scarcity to Abundance

3. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 3
Competitor Abundance: Financial Services… and Beyond

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Digital Disruption Across Industries
Logistics & Distribution Retail
Insurance

5. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 5
More & More Are Responding with “Digital Transformation”
Employee
experiences
External
experiences
Operations
Products,
Platforms,
Networks
ExternalInternal
People, Knowledge
Processes, Things
The power of
Digital
approaches:
more efficient
co-ordination of
resources

6. Underwritten by: Presented by:

7. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 7
Most (Initial) Focus Is on the ‘Digital Outside’
Employee
experiences
External
experiences
Operations
Products,
Platforms,
Networks
ExternalInternal
People, Knowledge
Processes, Things
The power of
Digital
approaches:
more efficient
co-ordination of
resources

8. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 8
A ‘Digital Outside’ has to be Supported by a ‘Digital Inside’
Boundaries
quickly
become
blurred…
everything is
connected
Employee
experiences
External
experiences
Operations
Products,
Platforms,
Networks
ExternalInternal
People, Knowledge
Processes, Things

9. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 9
So Many Buttons… Which One Do I Push…?

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Three Common Focus Areas for New Automation Tech
Work discretion
Work volume
Increase impact of
experts
Make everyone as
good as the best
Task
automators
Automate
procedural
routine tasks
Decision
advisors
Expert
assistants
RPA
AI
Low-code
platforms

11. Underwritten by: Presented by:
Work discretion
Work volume
Increase impact of
experts
Make everyone as
good as the best
Task
automators
Automate
procedural
routine tasks
Decision
advisors
Expert
assistants
RPA
AI
Low-code
platforms
© MWD Advisors www.mwdadvisors.com 11
Looking Deeper – Three Layers of Work
Exploratory work
Transactional work T
P P
P P
Programmatic
work

12. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 12
The Work that Gets Done –
How Many of the Work Features Are Prescribed?
Task Task
Flow & assignment
Context
Goal
R E S O U R C E S
Inputs
Triggers
Decision
Outputs
Exploratory
Transactional
Programmatic
Goal
Some tasks
Some assignments
Goal
Task flow
Assignment rules
Some tasks
Everything
+Predefinedelements–

13. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 13
Programmatic Work Automation: RPA +
Flow & assignment
Guidance
Goal
R E S O U R C E S
Inputs
Triggers
Task Task
Decision
Automate and orchestrate system interactions
with unattended RPA, where work
frequency/scale is high and relevant systems
landscape is fragmented
Externalise decisions with decision
management, where frequency/scale is high
and transparency and/or agility are key
Externalise task logic with external business
logic services, where frequency/scale is high
and transparency and/or agility are key
Triage work based on unstructured inputs with
AI services, where frequency/scale is high

14. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 14
Transactional Work Automation: Workflow +
Flow & assignment
Guidance
Goal
R E S O U R C E S
Inputs
Triggers
Task Task
Decision
Streamline interactions with systems of record
with attended RPA, where work
frequency/scale is high and relevant systems
landscape is fragmented
Triage work based on unstructured inputs with
AI services, where frequency/scale is high
Externalise decisions with decision
management, where frequency/scale is high
and transparency and/or agility are key

15. Underwritten by: Presented by:© MWD Advisors www.mwdadvisors.com 15
Exploratory Work Automation : Case Management +
Identify Best Next Action with predictive ML
models, where work frequency/scale is high
and goal satisfaction is a problem
Triage work based on unstructured inputs with
AI services, where frequency/scale is high
Externalise decisions with decision
management, where frequency/scale is high
and transparency and/or agility are keyTask
Flow & assignment
Guidance
R E S O U R C E S
Inputs
Triggers
Task
Goal
Decision
Identify relevant guidance/resources with
predictive ML models, where work
frequency/scale is high and employee
turnover/training is an issue
Streamline interactions with systems of record
with attended RPA, where work
frequency/scale is high and relevant systems
landscape is fragmented

16. Underwritten by: Presented by:© MWD Advisors 16
Modern Business Automation Platforms
Specialist, technical tools
Big up-front platform
investment
Back-office automation
Only in your data centre
“Citizen developers”
Pay-as-you-grow
Driving sales & marketing
automation, etc
In the cloud(s) and on-
premises
Siloed, closed platforms Open, flexible platforms

17. Underwritten by: Presented by:
3 Takeaways
The possibilities for business automation are changing rapidly
It’s not all about BPM (or RPA)
You need a clear strategy that’s built around how work gets done

18. Underwritten by: Presented by:
David Jenness
DBA Community Lead
IBM
Introducing our Speaker

19. Underwritten by: Presented by: 19
IBM Automation Platform for Digital Business
Data Capture
Modeling
Analytics
Unified User Experience
On-cloud | Hybrid | On-premises
Workflow DecisionsContentTasks
Operational Intelligence | Machine Learning | Governance
Client & partner applications Client & partner applications

20. Underwritten by: Presented by:
20
The modern workflow spectrum
How predictable is it?Predictable
Can be precisely modeled
Unpredictable
Cannot be precisely modeled
How linear is it?
Linear
Pre-defined sequence of activities
Knowledge workers, assisted by AI
Event-driven
Unique series of events
Expertise captured in models
Business experts define models upfront
Expertise applied during execution
Knowledge workers decide sequence of tasks
When is human
expertise applied?
Workflow characteristics
Automation
Clerical workers/
reviewers/approvers Knowledge
workers
Standardized / deterministic Ad hoc / non-deterministic
Process models
Automation Bots (RPA)
Clerical workers/
reviewers/approvers
IBM Cloud / April 2018 / © 2018 IBM Corporation

21. Underwritten by: Presented by: 21
Workflows Are Everywhere
Insurance
▪ Automated claims processing
▪ Underwriting
▪ Fraud investigations
Banking
▪ Reduced loan processing times
▪ Customer onboarding
▪ Financial risk and regulatory investigations
Retail
▪ Retail orders
▪ Customer service
▪ Customer loyalty programs
Manufacturing
▪ Manufacturing production quality and control
▪ Defect Investigations
Energy and utilities
▪ Power grid management
▪ Bill processing
▪ Energy consumption management
Travel and transportation
▪ Online ticketing and reservations
▪ Compensation management
▪ Customer service support
Healthcare
▪ Improved patient care processes
▪ Donor matching processes
▪ Acute medical investigations
Government
▪ Customs and border control
▪ Benefit claims and investigations
▪ Improved public safety
But traditional applications can’t completely solve the business workflow problem Joint, Process-centric and Case-centric Workflows

22. Underwritten by: Presented by:
Workflow Can Be Combined with Other Capabilities to
Add Value
Tasks
Workflow
Content
Workflow
Decisions
Workflow
Capture
Workflow
Workflow refers work to
RPA tasks to improve
automation of manual tasks
RPA tasks trigger workflows
to take action in specific
situations
Content and case aware
processes need fast access
to content
Content situations like
receiving a new document
can trigger a workflow
Extract business logic
into rule based
decisions to enhance
agility
Capture can automate
understanding of
documents to
automate and assist
work tasks
22

23. Underwritten by: Presented by:
The Dutch Tax Office
Automating 4.5 million tax disputes a year by combining
elements of the DBA platform
Benefits:
• Increased productivity: reduced FTE’s needed to support
the process from 10,000 to 2,700
• Complete audit trail available at conclusion
• Improved real-time management information
• Improved business intelligence
• Improved file documentation
• Customer can digitally file an objection
Content Workflow Decisions Capture

24. Underwritten by: Presented by:
Straight Through Processing
Process Worker
Knowledge Worker
Collaboration
STP - BPM
BPM
Case Manager
MS Office 365
DecisionsCapture
Logistic Workflow Processing of Objections and Appeals
Content repository Content
Foundation
Resolving Tax Disputes Requires Integrated
Automation Capabilities

25. Underwritten by: Presented by:
PNC Bank
Benefits:
• 80%-90% reduction in number of loan applications the bank
must review manually
• Enabled a 360° view of clients
• Automated 50 business processes across multiple lines of
business
• Simplified compliance reporting
• Increased volume from an acquisition with no change in staff
Content Workflow Decisions
Dramatic improvement of consumer lending process for the
Digital Bank

26. Underwritten by: Presented by:
The Ottawa Hospital
26
Creating a comprehensive care process management
platform for the Digital Hospital
Benefits:
• Improved patient flow through hospital
• Achieved faster consults & treatment through an
electronic closed-loop consult service
• Increased accuracy of pre-surgery operating room
preparation
Content Workflow Decisions

27. Underwritten by: Presented by:
Learn More
IBM Business Automation
Workflow:
https://www.ibm.com/us-
en/marketplace/ibm-business-automation-
workflow