Across the world Governments are

creating right governance and

institutional mechanisms and

setting up core infrastructure and

policies for implementing a number

of e-Governance Projects. Their aim

to create a citizen-centric and

business-centric environment for

governance. Effective citizen

services is the single most

important objective of all e-

Governance initiatives. Several

major initiatives have been taken at

different levels to meet these

objectives such as online

application for registration, e-filing

of returns, building approvals,

waste management in

municipalities, certificate issuance,

etc.

These processes need to be

monitored & controlled, rolled out

quickly and changed for delivering

new & better services to citizens.

Hence there is a need for an

effective Business Process

Management system for delivering

citizen centric services.

An Effective Business Process Management System for Delivering Citizen Centric Services

What is BPM?Business process management (BPM)

is a holistic management approach

focused on aligning all aspects of an

organization with the wants and needs

of clients. It promotes business

effectiveness and efficiency while

striving for innovation, flexibility, and

integration with technology. BPM

attempts to improve processes

continuously. It can therefore be

described as a process optimization

process. BPM tools allow users to:

Ÿ Vision - strategize functions and

processes

Ÿ Define - baseline the process or the

process improvement

Ÿ Model - simulate the change to the

process.

Ÿ Analyze - compare the various

simulations to determine an optimal

improvement

Ÿ Improve - select and implement the

improvement

ŸControl - deploy this implementation

and by use of

User defined dashboards monitor the

improvement in real time and feed

the performance information back

into the simulation model in

preparation for the next

improvement iteration

Ÿ Re-engineer - revamp the processes

from scratch for better results

Now a day the businesses are facing the

challenges brought about by

globalization and automation. In order

for a business organization to ride out

the competition, it must learn to

compete in both the local and

international levels. Businesses therefore

must think in a global perspective and

adapt to the automation of the market

place. BPM improves productivity and

shortens cycle times for innovation

Why BPM is Important?

within an organization. For government

agencies this can mean saving money

and improving services to citizens by

making it easier to interact within

departments and across agencies With a

good BPM framework, organizations

can efficiently and effectively improve

their operational performance, manage

risk, reduce cost, and create customer

value. BPM brings following competitive

benefits:

Ÿ Time optimization and money

savings

Ÿ Ensure regulatory compliance and

improve government services to

citizens by making it easier to modify

processes as requirements change.

Ÿ Centralization of data and realization

of process automation

Ÿ Provides effective Change

Management to support Government

Process Re-engineering (GPR)

initiatives

Ÿ Improve visibility into processes

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Better Turn Around Time

HigherProductivity

Process Transparency

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Ability to track, manage, measure and audit

Ability to scale operationally and volumtricall as per business needs

Increase process efficiency identity and reduce redundancies

Maintaining service levels and enhancing internal SLAs

Ability to generate internal and regulatory reports

Meeting internal as well as external expectations, generating growth

Controlling costs, leveraging experties

Creating repeatable predicable processes and outcomes

Increasing Productivity

Reduce time to execute intake processing servicing

Real Time Visibility

Management of Growth

Reduction of Cost

Agility/Cont. Process Improvement

Audit and Compliance

Customer Satisfaction

Leveraging Existing IT Investment

Stadardization

Newgen’s Operational Excellence Framework

Effective citizen services are the single

most important objective of all e-

Governance initiatives. Several major

initiatives have been taken at the state

level to meet these objectives such as

online registration, e-filing of returns,

building approvals, waste management

in municipalities, certificate issuance, etc.

These processes are needed to be

monitored & controlled, rolled out

quickly and changed for delivering new

& better services to citizens. Hence

there is a need for an effective Business

Process Management system for

delivering citizen centric services. Critical

Success Factors for delivering effective

citizen services are:

To provide effective citizen services, it is

imperative to ensure that service

requests are responded to in the

defined timelines. For achieving this, a

system should be put in place for

monitoring and tracking of

requests.Strong exception handling and

escalation capability is also required.

Bringing increased visibility through

dashboards and monitoring will result in

faster response times to citizen requests,

leading to better adoption of the

system and project success.

For e.g. If time frame of 10 days is

defined for issuance of Identity Proof

then adherence to the time line would

require real time tracking & monitoring

of requests. If any exception is found

such as 'Date of birth not filled' or

"Photograph not clear", it can be routed

Ensure Tracking and Monitoring of

Citizen Service

for taking appropriate action. Such

exceptions can be isolated and tracked

to closure to ensure the services are

delivered to citizens.

Delivering Citizen-centric services

requires multiple approvals, workflow,

processing etc. These workflows involve

lots of human decision-making and are

document & form intensive. These

workflows require flexibility and cross-

department functioning. These will

require forms to be made available

online for citizens to avail the services.

These forms need to have the provision

of attaching documents and triggering

a route for respective departments to

process this request.

Government Process Re-engineering

(GPR) initiatives During the

implementation of these processes,

there is going to be a lot of

reengineering involved. The solution for

any large e-governance initiative cannot

be rigid and should be built for change.

To effectively support re-engineering of

such government processes there is a

strong need for a business process

management framework that will give

control to the process owner for quick

and effective change management. This

will also facilitate quick roll out of any

new sub-process.

Flexible workflow for cross

department functioning

Effective Change Management to

support

Quick Rollout of new citizen services

Leveraging existing investments –

New Solution co- existence with

Legacy Systems

E-Governance services are accessed by

citizen through online portals, kiosks

etc. Once these services are available

and being used by citizens, the need to

add more and more services becomes

meaningful. A strong Business Process

Management framework used at the

back office to deliver these services can

facilitate quick deployment and rollout

of new services.

Over a period of time, Government

departments have put in a lot of time

and effort on automating various

individual functions. Many of these

applications are fulfilling their

objectives but running in silos. One of

the critical success factors for the

Mission Mode Projects would be the

ability for the new solution to co-exist

with and leverage the existing IT

investments and legacy applications.

The BPM Platform provides a

framework to integrate these services

together and deliver the advantage to

citizens quickly without the time

consuming process of re-building all

applications from scratch.

Using Business Process Management as

a platform for building such services will

effectively meet the needs of

government process reengineering,

human centric workflows, monitoring

dashboards, quick building and rollout

of new services, change management

etc.

Achieving Operational Excellence in DeliveringCitizen Services through Workflow & Business Process Management

Applications of BPM in Government

Transparency, efficiency, and

enhanced coordination offered by a

BPM fall right in line with the

broader goals of e-government;

thus, a BPM system is a natural

choice for a government pursuing

an integrated e-government

strategy. A BPM system, especially

an open source system, can help

move a government towards open

standards and provide increased

accountability to citizens, thus

providing a great advantage to an

integrated e- government project.

Key drivers are:

Compliance–CostContainment–

Productivity Improvement–

Governance

Some of the application areas for

BPM in Government are shown in

the diagram.

Ÿ Accounts Payable & Receivable

Ÿ General Ledger (GL) or Records-To-Reports(RTR)

Ÿ Fixed Assests Management

Ÿ Tender Processing/ Quotation Management

Ÿ Employee Reimbursements

Ÿ Leave Management

Ÿ Agreements

Ÿ Company Lease

Ÿ Employee Contracts

Ÿ On boarding

Ÿ Correspondence management

Ÿ Grant Management

Ÿ Court case management

Ÿ Criminal justice

Ÿ Contracts management

Ÿ Program Management

Ÿ Procurement

Ÿ Internal Audit Tracking

Ÿ Proposal Management

Finance Human

ResourceCase

Management Other Areas

Case Management is all about

assembling the right people,

processes, and content, aligning all of

your case considerations and

providing a structured approach to

carry out the case lifecycle from the

initial stages to resolution. Any activity

that needs to be guided through a

logical process for resolution from

initiation to completion should be

carried out through case management.

A case contains the data, content,

collaboration artifacts, tasks,

milestones, discussions, events,

behaviors, policies including rules, and

processes supporting how each case is

resolved. Today more and more

agencies at all levels of

government—federal/central, state,

and local—are turning to case

management solutions to transform

their operations and achieve more

effective and more efficient service

deliver y. Case management requires

a combination of different

technologies including enterprise

content management, business

process management, collaboration,

and capture, to manage the case file

lifecycle.

Information required to process a case

exist in multiple formats such as paper,

electronic document, image, e-mail,

voice mail etc. Newgen's

comprehensive capture solution

provides the ability to capture various

inbound content objects to a Case

Folder. Capture solution is well-

integrated with ECM and BPM suites

and is designed to meet the demands

of both high-volume

Example-Case Management using BPM

CorrespondenceManagement

GrantManagement

Court CaseManagement

ContractManagement

CriminalJustice

centralized production scanning as well

as distributed scanning. Newgen's

Distributed Scanning enables

organizations to scan documents at

branch offices and send them to central

location electronically. This significantly

reduces process turn-around-time,

document shipping cost and risk

associated with physical transfer of

documents. Automated Data Extraction

is supported for both structured

documents like account opening forms,

and semi-structured documents like

invoices using OCR, ICR, MICR and

Barcode. Capture of electronic

document is supported through a

seamless integration with all leading

Office document suites and various

other content generation products.

Components of Case File Management

Business Process Management Engine Enterprise Content Management Engine

Case File

Reporting andDashboards

Process Task

Actions Deadlines

Alerts & Status

RecordManagement

Indexes

History

Discussions

Security

Business Process Management EngineEnterprise Content Management Repository

Case Management Core Components

BAMTool

RuleEngine

FormDesigner

Image Processing

Lib

RecordMgmt.

ProcessDefinition

Exceptions/Validation

WorkflowLibraries

DocumentLibraries

Acquisition of Documents of

various types from various sources

as a single Case File

Information required to process a case

exist in multiple format such as paper,

electronic document, image, e-mail,

voice mail etc. Newgen's

Comprehensive Capture Solution

provides ability to capture various

inbound content objects to a Case

Folder. Capture solution is well-

integrated with ECM and BPM suites

and is designed to meet the demands

of both high-volume centralized

production scanning as well as

distributed scanning. Newgen's

Distributed Scanning enables

organizations to scan documents at

branch offices and send them to

central location electronically. This

significantly reduces process turn-

around-time, document shipping cost

and risk associated with physical

transfer of documents. Automated

Data Extraction is supported for both

structured documents like account

opening forms, and semi-structured

documents like invoices using OCR,

ICR, MICR and Barcode. Capture of

electronic documents is supported

through a good integration with all

leading office document suites and

various other content generation

products.

Comprehensive Content Capture

Production

Scanning

Web

Scanning

Newgen Customer Experience Management Framework

Case File (Case Templates)

Case Events

Unified Case Management

framework based on BPM and ECM

Platform

A Case File is a model for a particular

type of case. It represents a hybrid

compound Case Folder consisting of

scanned documents, electronic

documents, forms, To-do list, Notes etc.

A Case File consists of both tools for

interactive task and event triggers for

any action. A Case File modeled

through advance set of tools available

in Newgen's BPM suite provides a

highly efficient functional case

processing view for Government

knowledge workers.

External events include receipt of a

phone call, letter, fax, or email related to

the case. The contents of that message

are added to the case folder, and new

tasks or processes may be created.

Internal events include assignments and

business rules. Case workers assign

tasks and initiate processes. Business

rules within the case may automatically

create and assign tasks or perform fully

automated actions based on either

external event, completion of other case

tasks, or expiration of task deadlines.

Case progresses by means of events,

both internal and external. All the

component tasks and documents

announce their status changes through

events.

Unified and Integrated case

management framework demands

processing and assignment of work

both as ad- hoc and structured

automated steps, handling of

exceptions and escalations, dashboards

for monitoring and control with content

and communication management

capabilities.

Newgen's Process Modeler with user-

friendly GUI helps design processes

using BPMN notations. Case workers

with minimal training can easily design

case movement processes with

automated content management and

configurable process and rule changes.

Case file processing model including

forms, document types, to- do lists,

events, triggers, process definition, rules

etc. is configured using process

modeler.

The BPEL compliant business process

automation engine executes process

instances created in the process

modeler. Newgen provides rule and role

based routing. Filter based user

assignment supports dynamic load

balancing for optimal resource

utilization. Process engine also provides

messaging services through mail and

SMS.

Case-related information is generally

received and managed in the form of

Process Modeler

Robust Process Engine for executing

and orchestrating transactions in real

time

Comprehensive Document

Management

business documents. Thus a case

management platform must include a

complete document management

system, a comprehensive facility for

creating, capturing, indexing, storing,

finding, viewing, sharing, editing,

versioning, and retaining a wide variety

of document types. While common

ones can be required by the case

template; others may be added ad-hoc

at runtime. A single document may be

referenced by multiple cases, and its

lifetime is independent of the cases that

use it. Newgen's Document

Management Engine is highly optimized

to store and retrieve very high volumes

of documents. It has capabilities like

image replication for multi-location

deployment, caching and pre-fetching

that significantly improves user access

time andoptimizes load on bandwidth.

Precise metadata-based search

capabilities, library services, access

permissions and version control helps

faster access and better management

of documents in a controlled

environment.

Output management system allows for

automated output content generation

from the case management system, this

facilitates correspondence, alerts,

notifications and template generations

through consolidation of various data

sources and linking them to the case

file reference.

Output Management System

Comprehensive Content Capture

Record Management System - Long

term archival of Case Records

Case Management requires retention

policies, incorporation of implicit

records classification and life cycle

management of case content. Once a

case file is closed, it is archived in RMS

& retention policies are applied.

Newgen Case Management Suite has

certified Records Management to

comply with regulatory and legal

policies for long-term archival of

content.

Business Activity Monitoring

The term 'Business Activity

Monitoring' refers to the aggregation,

analysis and presentation of real time

information about activities inside

organizations involving customers and

partners. A Business Activity can either

be a business process that is

orchestrated by Business Process

Management (BPM) software, or a

business process that is a series of

activities spanning multiple systems

and applications. The business activity

monitoring tool by Newgen is an

enterprise solution to provide a real

time summary of business activities to

operations managers and upper

management. BAM is a platform-

independent, scalable Business

Process Management solution that

offers monitoring of organizational

business processes. Built using open

technologies, it has seamless

integration abilities allowing it to be

introduced into any IT infrastructure.

BAM gives end to end visibility into

business processes, by providing

accurate information about the status

and results of various operations,

processes and transactions so that a

user can address the problem areas

and resolve the issues within his/her

business process.

Case Compliance Ageing Report

Management Dashboards

CaseFile/Template

Business Process Management Suite

OmniFlow is a platform-independent, scalable Business Process

Management Suite (BPMS) that enables automation of organizational

business processes. OmniFlow is designed to ease the creation,

deployment, modification and management of Business Processes.

Built using open technologies, it has seamless integration abilities

allowing it to be introduced into any IT infrastructure.

™

OmniDocs is an Enterprise Content Management (ECM) Suite for

creating, capturing, managing, delivering and archiving large volumes

of documents and content. OmniDocs manages Scanned Document

Images, Electronic Documents and Emails as records. It also supports

seamless integration with other enterprise applications.

Enterprise Content Management Suite

™

OmniScan is a production and distribution software scanning for

document image capture. It supports distributed scanning, image

quality enhancement and delivery of documents to business systems.

Production and Distributed Scanning Suite

™OmniReports stores trillions of computer-generated output pages

and reports in a highly compressed form. It has a high-speed ingestion

process with simple interactive definitions, enables instant access to

terabytes of reports independent of business application, and is fully

searchable at field/row/page levels. OmniReports is ideal for sun-

setting of business applications as well as optimizing core system

performance by purging historical reports.

Enterprise Reports Management and Archival

™

Newgen's Omni Output Management System (O2MS) delivers

smarter & targeted communications for better customer

experiences. It offers the capability of leveraging prime paper space

for customer centric inline advertisement, consolidation across

multiple products. It enables secure communication on improved

templates with rich designs and graphical representation of analytics

across multiple distribution channels. In addition easy archival &

retrieval of correspondences for presentment & efficient customer

request resolution is achieved using this enterprise application.

Customer Communication Management

™

Newgen’s Invoice Processing System, with automatic data verification

and validation capability, is a solution for automatic data capture

from semi-structured invoice documents. It also supports seamless

integration with SAP and other ERP’s.

Invoice Processing System

™

OmniExtract is the data capturing solution which extracts business-

critical information from image documents and forms. It can extract

all possible kinds of information like Hand-printed/ Handwritten

Characters, Optical Marks, Barcode, Machine-printed Characters

and MICR Fonts.

Forms Processing Engine

™

Governance, Risk & Compliance

Compliance Manager is an integrated solution for Governance, Risk

and Compliance that’s geared to ensure compliance with standards,

best practices and guidelines of various regulatory acts.

™

Newgen’s ChequeFlow is an image based Cheque Processing

solution for inward and outward clearing. Advanced and highly

configurable sub-systems for Automatic Signature Verification,

FOREX Cheque Processing, PDC Management, ECS/ACH

mandates, add-ons for Cheque Deposit Machine/ Kiosks.

Image-Based Check Clearing & Payment

™

Our Products

Value for Money

2011 BPM Decision Matrix

2010 BPMS & 2011 ECM MQ

Reports

®

Proven for Large volumes

Flexible andCost Effective

2011, DOCCM Wave Report

What Analysts Say Investors

SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

About Newgen

• Leading Global Provider of Business Process Management (BPM), Enterprise Content

Management (ECM) & Customer Communication Management (CCM)

• 900 installations across 50 countries

• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government

• Credited with some of the world's largest implementations

• Innovative culture, consistent R&D investments, 35 patents

• Employee strength 1100+

• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3

Newgen Software Pte Ltd.

Singapore 068909 Email: asiapac@newgensoft.com

146 Robinson Road #03-00

Singapore