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Employing ECM and BPM in the
Financial Sector Amidst
Organizational Change:
The Good, the Bad and the Ugly
TCP-2294
Patrick Clarke, IBM
Warren Mante, Standard Bank of South Africa

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Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
1
Workflow
ECM
Architecture

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On the 15 th October 1862 the bank was incorporated and registered as a limited liability company. Its capital was fixed at ₤1,000,000 with 10,000 shares of ₤100 each.
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Standard Bank Group is a global bank with African roots. It is South Africa's largest bank, distinguished by its extensive operations in 17 African countries. Outside the African continent, Standard Bank Group operations span to 16 countries, with an emerging market focus.
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Standard Bank Group is listed on the JSE Limited, share code SBK, and the Namibian Stock Exchange, share code
SNB. The group had total assets of over R1 345 billion
(approximately $182 billion) at 31 December 2009 and employed more than 50 000 (including Liberty) people worldwide. Standard Bank's market capitalisation at 31
December 2009 was R159 billion (approximately $22 billion).
2

Major subsidiaries
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The Standard Bank of South Africa
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Standard Bank - Africa and Stanbic Africa Holdings (in some countries)
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Standard International Holdings
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Standard Bank Offshore Group
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Liberty Holdings
3

Process
Maturity
Customer
Information
Mortgage
Lending
Instalment
Sale and
Finance
Leases
Card
Products
Transactional and Lending
Products
Insurance and
Assurance
Products
Efficiency and
Effectively Core Banking Platform Replacement
4

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Single View of Customer
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Once and Done Processing
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Standardisation
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Legal Compliance and Records Management
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Supporting Efficient Process
5

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Documents – average of 500,000 pages per month. Documents photocopied and couriered to central scanning area; expensive and slow (72 hour turnaround)
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Applications - The bank receives an average of 6351 new applications on a daily basis from all the segments
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Process duplication – each product house has duplicated process steps: capturing images, originating customer, credit scoring, etc…
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No full view of customer information – where is it and what is it being used for?
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In excess of 20 million statements created per month with multiple formats and no audit trail of posted correspondence
6

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Per 150,000 pages scanned @ source, annual saving of
715K USD (copying costs, courier costs, staff cost, storage cost), increased efficiencies by reducing turnaround time to as little as 5 minutes from 72 hours. Projected +/- 28.5 mil
USD annual total savings (6 million pages)
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Per 5% customer base uptake of digital statements over paper, 3 mil USD saving year on year
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Records Management – approximately 1 mil USD saved annually on paper storage costs, and will reduce the approximately 30 mil USD lost per annum on recoveries not completed due to lost contracts and documents
7

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
8
Workflow
ECM
Architecture

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2007 – SBSA Personal & Business Bank (PBB) publish a new Target Operating Model (TOM)
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2007 – PBB creates a Business Architecture unit to map business capabilities to the TOM
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2007 – PBB restructures IT Architecture unit to map business capabilities to technology capabilities
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2007 – ECM identified as a major program to support the
TOM, ECM programme established
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2008 – First ECM Architecture published, 3 year Roadmap planned
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2009 – Initial deployments begin
9

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ECM Failures - Home loans attempted to deploy an imaging and workflow capability in 2001, without success.
Contributors included no organizational view, no clear architecture, no clear leadership, multiple changes to project team
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ECM Success – Vehicle Asset Finance successfully deployed an imaging and workflow solution in the same year which reduced turn-around times from 7 days to 7 minutes and garnered an AIIM award
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The difference between the two? Physically separated by 1 floor in the same building, but worlds apart in strategic planning, clarity of vision and delivery focus
10

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
11
Workflow
ECM
Architecture

Context – Target Operating Model
Business Architecture – As Is
Information Architecture – As Is
Technology Architecture – As
Is
Business Architecture – To Be
Information Architecture – To Be
Technology Architecture – To Be
Change Horizons
Roadmap
Program 1
Delegation of capability delivery Program 2
Program 3
Program
1
Program
2
Program
3
Project
A
Project
C
Project
E
Project
B
Project
D
Project
N
Abdication of project control
12

Reference Architecture
1
SOA Enablement
2
Content Management Patterns
3
Deployment Architectures
4
Tactical vs. Strategic
Considerations
5
13

Taxonomy
Image @ Source Output Management
Service Model
Initial Building Blocks
Enterprise Workflow
Email Archiving
Secondary Building Blocks
14

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
15
Workflow
ECM
Architecture

16

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
17
Workflow
ECM
Architecture

can be deployed anywhere within the managed environment. Can be used for Customer content and internal content
18

Integration with SharePoint allows sensitive documents (payslips, financial documents) to reside in the enterprise repository and all non
Integration with workflow allows the content to production documents) to reside in pervasive
Manager, and searchability
19

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
20
Workflow
ECM
Architecture

21

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
22
Workflow
ECM
Architecture

23

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
24
Workflow
ECM
Architecture

25

•
Standard Bank of South Africa Overview
–
History
–
Market Context
–
Major Initiatives in Standard Bank
–
Volumes
– Problem Definition
–
Current ROI & Projected ROI
•
ECM Program History
•
Delivering Change
•
Enterprise Workflow
•
ECM Landscape
•
Roadmap
•
Evaluation Process and Partnership
•
Component Landscape
•
Value in Partnership : Win - Win
26
Workflow
ECM
Architecture