Citigroup's IBM FileNet P8 Platform

2 Agenda Introduction: The BPM Platform at Citi EMEA Use Cases: BPM Solutions within Citi EMEA Discussion

3 FileNet Platform Frankfurt – Overview Providing BPM and Archive Solutions based on IBM/FileNet for Users across EMEA –Archive Solutions Operational since 1997 –BPM Solutions since 2003 Centralised BPM/Archive Platform for EMEA –Operational hours 6:00 until 23:00 (6 days/week) Jointly run between Datacenter Operations and Development Unit –Operated out of Frankfurt for Citi EMEA –Cost neutral "Service Centre Concept" –SLAs with customers

4 Working as internal BPM/ECM ASP for EMEA Citi Customers Served –32 Business groups in 16 countries across EMEA: UK, Ireland, Norway, Sweden, Finland, Denmark, Spain, Belgium, Switzerland, Germany, Austria, Czech Republic, Hungary, Turkey, Greece, Russia –> 200 Million Images and COLD Reports in online Archive Access Main Application Services Provided –Image / COLD Long Term Archiving –BPM / Workflow Solutions –EAI across multiple applications

5 Main Application Areas Credit Card Processing Customer Service Loans Processing Account Opening Order Processing Archiving / Document Retention

6 Team & Services Team –Internal Citigroup IT Staff, FileNet PS, Externals Services Overview –Pre-sales & Project Acquisition –Business Process Analysis and Process Modelling Support –Project Management –Solution development and implementation –Data migration of existing archiving solutions into FileNet Frankfurt –System Operation (TI) and Support –SLAs, Cost Model and Charge out –Conceptual and Strategic Development of the Platform –Customer Relationship Management

7 Project Initiation/Motivation Cooperation with Operation Teams (Regional/Local) to identify new application areas/Opportunities Replacement of paper based processes –Cooperation with Scan Service Providers –Elimination of transport delays –Shifting of work to remote locations/Service Centers Replacement/Migration of existing Legacy Systems –Consolidation to standard Platform in Frankfurt –Central Support Team Save Cost

8 Project Approach Phased Deliveries / Evolutionary Approach –Focus on Process optimization –Early Involvement of Departments/Users –Early Prototype –Deliver 80% of required Functionality in first Version –Evolve functionality as users gather more experience in subsequent releases

9 Benefits for Citi Cost Savings –Saving of manual work e.g. Data Entry –Usage of low cost Service Centers Service, Process and Quality Improvements –Quick transfer of work to remote locations Compliance –Compliant Long Term Storage –Audit Trails

10 Success Story Short Project implementation timelines –average 3-4 months for delivering a new BPM solution Allow decentralised and central case processing –e.g. Service Centres India, Barcelona Service Improvement for Customers –Cycle Time for DSA Credit Card Application reduced from 14 to 4 days Rapid growing user base & volume insensitivity –Units "want" FileNet to be able to process increased Volumes Improve control & compliance environment –MIS - Address process bottlenecks & assure SLAs

11 Citi's Standard BPM Client Approach: IBM/FileNet Business Process Framework Simple and Easy User Interface for BPM –Standardized Approach –Quick Results –Quick Prototyping to involve user-groups at early stage Basic Functionality included for most Applications –Evolutionary Approach (80/20) –Minimize custom development –Expandable with custom development (e.g. Tools) if required –Ability to implement Applications without custom development –Configuration options

12 BPM Solution for the Credit Cards Business Greece

13 BPM Solution for Credit Cards Greece High Level Solution Description & Business Requirements –Introduction of BPM Solution for Backoffice Processes related to Credit Cards Greece (New Applications)  OCR at Scan Level for all Forms data  Electronic distribution of New Applications to departments across different locations  Elimination of time consuming Paper Transport to different locations across Greece  Elimination of manual data entry by introduction of OCR and Interface to Host System  Handover of case Data to Host System –Data capture by external Scan Service

14 Project Highligts Benefits for GCB Greece –Cycle time reduction : up to 2days for cards –Accurate & On-line MIS –Better application status tracking –Paper-less flow reduce manual dependency –Elimination of manual Data Entry Service

15 Scanning Process OCR DATA Document Images Scanning & OCR Archive

16 Process in Detail Authorisation of card –After validation of data and positive decision the data is submitted to the host system

17 Case View

18 Document View

19 BPM Solution for the Credit Cards Business Belgium

20 BPM Solution for Credit Cards Belgium High Level Solution Description & Business Requirements –Introduction of BPM Solution for Backoffice Processes related to Credit Cards Belgium  Electronic distribution of mail to departments  Distribution of work across different locations  Elimination of time consuming Paper Transport –Pre sorting of incoming mail in Mailroom before scanning –Data capture in the mailroom by external Scan Service

21 Mailroom Processing Incoming Mail Presorting in mailroom Scanning and Basic Indexing in Mailroom

22 Classification of incoming items Classification Scheme for incoming items Link Document Type to task and inbasket Automatic forwarding to the assigned department at the right location

23 Inbasket View

24 Case View

25 Audit Log

26 Questions?