Campbell Robertson

1
Words and Numbers Converging for Government
Optimization

• Campbell Robertson
• Global Director of Public Sector Strategy
• IBM Information Management
• Information Agenda

2
A State, I said, arises, as I conceive, out of
the needs of mankind... let us begin and create
in idea a State and yet the true creator is
necessity, who is the mother of our invention.
/Early examples
3
What you should expect from this presentation.
4
Government Optimization
5
The Promise
6
What you should expect from this presentation.
7
Cost of Physical Paper

• The Cost of Handling Paper
• Costs
• Paper 14,000
• Photocopying 60,000
• Printing 55,000
• Faxing 9,000
• Mailing 11,000
• Courier (Not including Environmental Impact)
  24,000
• Short-Term Storage 9,000
• Long-Term Storage (Physical Records Management)
  25,000
• Disposal Costs (Not including Environmental
  Impact) 6,000
• Total Cost of Handling Paper (50 Employees)
  213,000

8
Environmental Cost of Paper
9
Cost to Find Paper Based Information
10
Other Costs/Risks

• Clean Audit Trail
• Measurement of Workload of Workers
• Knowledge Management Poor
• Sunshine Laws
• Security Breaches
• Misuse of Information
• Privacy Laws

11
It is all about Process

• Document Management
• Records Management
• Content Management
• Forms Management
• Contract Management
• E-Mail Management
• Case Management
• Diagram Management

Management is the Common Theme
12
Government EIM Examples Show You Need to Get the
Basics Right
13
eGovernance for a Cost Effective Government

• Last hurdle for government programs
• Align Policy, Process and People
• Economic Stimulus Management
• Applies Legislative Compliance with technology
• Culmination of technology, policy and todays
  world of expectations
• Repeatable and interoperable with existing
  architecture and shared service models
• Needs a co-ordination platform to normalize
  content for re-use

14
End User Experience

• MOSS Integration
• Zero Click Records Management
• Auto Classification
• Knowledge Management Interoperability
• Web 2.0/Mashup Use
• Privacy
• Data Loss
• Work Load Analysis

15
Secret Life of a Document

• Built in Intelligence
• Event Triggers
• Life Cycle Knowledge
• Archiving vs. Archiving
• Security
• Redaction
• GPS Auto-Tagging
• Self-Analysis (BI, Content and BPM Combined)

16
Web 2.0

• Rich Internet Application (RIA)
• Service Oriented Architecture (SOA)
• Social Web

17
Challenges The Long Tail
Strategic, long-term apps (created by IT.)
Business Challenges

• Lack of agility IT cant respond fast enough
  to business requirements
• Spreadsheet apps hard to manage, share, keep
  current
• Silo-ed, outdated information

Number of users per application
IT Challenges
Backlog of simple, tactical applications.

• IT is backlogged and suffering from too many
  business requests
• Underground or shadow IT
• Security violations
• Loss of information

of applications

18
IT can leverage existing assets and complementary
new products to address situational needs
Strategic, IT built applications
Portal
SOA
REST accessible content MQ, WAS
Number of users per application
Mashup Center ECM Application Framework
Long Tail - situational
Number of applications
19
Service Oriented Architecture

• Web Services
• Widgets/Gadgets
• Mashups
• Mashup Hubs
• Addressing the needs of Government

20
What Makes Mashup Platforms Unique?
21
Example with Enterprise Content Management
ECM Application Framework
Databases, ERP/CRM, Systems of Record
Web Content Feeds
Personal / Departmental Content
ECM Managed Elements
Mashup Hub Included Elements
Web Assets
Industry Widgets
ERP/ CRM
Data Sources
Out-of-the-box with BPM Application
22
Common Customer Web 2.0 Challenges

• Need to more rapidly respond to business needs
• Need to lower cost of development, and reduce
  application development time
• Business users want to drive their own solution
  in ways that are highly personal/situation to
  their needs
• Need to cross organizational information silos
• Need to present both structured (data) and
  unstructured (content) information in context
• Flexibility of UI and consuming device is
  important, need to be able to support mashup
  makers, portals, internally developed web
  applications and mobile devices

23
The Challenge Continues

• Has to encompass the whole range of information
  sources, including Departmental (SharePoint),
  Personal (Excel), Enterprise (ERP), and external
  web assets
• Business users and citizens are already swamped
  with information and need a way to tag and rank
  high value information sources
• Enabling information flows cannot come at the
  cost of security or governance risks
• Business users need to have their information
  follow them/be accessible as they jump between
  environments

24
The Need for Strategic ECM still exists
Operational Flow
Auditable Flow
Copy file
Move and leave a link
Official Content Repository
Operational Content Repository
Move the file
Files can be processed more than once to
allowflexible file processing and management
Auditable Accountable Traceable
25
eGovernance Content Discovery VisionDriving
visibility and business optimization from ECM
content
Content Classification Classification Module
Content Access Search
Analyzed Contentvisibility business insight
Organized Contentin ECM repositories
Disorganizedor Lost Content
26
Classification Automating content-based decisions

• Overview
• Automatically classifies documents and emails
• Benefits
• Automate decisions, saving users time
• Improve productivity and reduce risk
• Handle digital landfills
• Rapid ROI on your ECM investment
• Product Capabilities
• Combines text classification via statistical
  analysis with rule-based approaches
• Adaptive learning provides high accuracy,
  specific to your enterprise
• Integrated to ECM architecture, accelerates BPM,
  Content Compliance applications

ClassificationModule

• Auto Classify
• Extract Metadata
• Adaptive Learning
• Taxonomy Proposer

27
Compliance Warehouse for Legal ControlLeveraging
End-to-End Capabilitiesfor Records and Risk
Disorganized Enterprise Content Manual
Processes Paper Storage
Optimize Legal Discovery Operational
Controls Analytics, BI Reporting
Organize / Control Automatic Classification Record
s Management Intelligent Content Archiving
28
Bringing it all together Co-ordination
29
ROI within State Government
30
ROI
31
ROI within State Government
32
Pinpointing Content Information (Law Enforcement)

New York Police Department
The Results
The Problem

• Text Analytics can describe events, categorize
  them and allow for concept searches across often
  unstructured and at times inaccurate descriptions
• In the first week of deployment 2 old murder
  cases were solved, and directly attributed to now
  being able to analyze this data

• Search and analyze complaints, police reports,
  911 records, arrest records, and data marts
• All of these forms of text suffer from the common
  problems of call center text i.e. abbreviations,
  misspellings, synonyms (Police-specific i.e.
  perp, ML, FM, MO, pistol, gun, etc...)
• Find events that keyword search can never find
  because they are all described differently what
  keyword to use?

33
What you should expect from this presentation.
34
Especially those with knowledge and a reason to
care
A grassroots social network of locally tagged
information and support praised by the UK
Cabinet Office
/tigrs those closest
35
Let people closest to the problem form solutions
Junior officers built a tactical ground reporting
system based on geo-located information
Image mockup via DARPA
/anyone can solve
36
Let anyone form a solution
Typical 311 application? BUT nationwide, zero
cost to government, and arguably more effective
(public, visible, chased)
/cost of reach
37
Reduce your cost of reach
Novartis and YouTube team to set up a competition
for a public information video
/potential effect
38
Increase your potential effect
City, private and community partners provide
carbon footprint calculator and related advice
/collective action
39
Reach them where they live - match the medium to
the message
CA DMV runs a YouTube channel and a MySpace site
to educate drivers and learners
/intell
40
The Promise
41
Questions cir_at_ca.ibm.com