BPM in government

• Unified front end
• Automated work flow
• Automated exception handling

• Visual management
  and metrics
• Accelerated application development

Challenge

• Over 5 per cent of all cases are processed manually, as they cannot be handled using the existing IT systems.
• A temporary solution to outsource this manual work had become a permanent part of the business process. The manual operation is costly and inefficient, providing a notably low value service with frequent and troublesome delays.
• Most work was being conducted on a reactive basis, with no ability to proactively identify and chase bad debt.
• Operating costs needed to be substantially reduced in order to bring the agency into line with overall Government spending targets, yet improving end customer focus and delivery.

Project Scope

• Process optimisation and automation successfully delivered within a 4 week timescale and at a cost of under £50,000.
• Full solution implementation is expected to go live in summer 2011.
• T-Impact team used IBM Business Process Manager (formerly Websphere Lombardi Edition) to automate the manual business processes and provide other operational efficiencies.
• Included real time tracking and analysis of payments processing, implemented in IBM Business Activity Monitor (BAM).
• Other aspects implemented included Payment Management and recovery, Payment and Account Reconciliation, and Document Management.

Business Benefits

• Financial savings of over £17 million per year over a three year period, £14 million in year one after investment in process automation. Additional £2 million savings from decommissioning old IT systems.
• Productivity savings of nearly 80% on a process by process basis - full automation removed around 90% of the touch time and work effort required.
• Significant improvements to the interface between the department and the public; increasing both the effectiveness of communication and the immediacy of data for public consumption.
• Proactive communication using SMS text messaging - ability to send reminder texts to both payer and payee as a regular touch point and during exceptions management.