Six Steps To Implementing Metastorm BPM

Mike Randash, Executive Director of IT

Nelnet Diversified Solutions

MikeRandash@n-d-s.com

@mrandash

MikeRandash

Nelnet Company Overview

Nelnet’s Mission

Making educational dreams possible

NBS: Payment

Processing1.5 million

families

NES: Education

Planning6 million students

NDS: Loan Servicing10+ million borrowers

Asset Mgmt.$24 billion

What We Do

Acquisitions

Department of Education Focus• Servicing student loans for 30+ years• Provide customer-focused, high-quality

loan servicing through our process-based business operations and experienced technology teams

• Ranked #1 servicer overall on Federal Student Aid (FSA) quarterly survey

Six Steps to Nelnet Enterprise BPM

Step 1: Evaluate BPM Vendors and Alternatives

Evaluate BPM Vendors and Alternatives

• Current OpenText eDocs customer– 100m documents– 500m pages– 25 terabytes of storage– Student loan documents– Must retain but rarely retrieve

• OpenText Vista Plus: IBM iSeries Archive

Evaluate BPM Vendors and Alternatives (cont.)

• Vendor Short List…

Evaluate BPM Vendors and Alternatives (cont.)

– OpenText won, or I wouldn’t be here today – Metastorm– Scalability– Ease of use– Ease of integration– Technology fit– Familiar paradigm– Good references– Confidence in professional services– OpenText relationship

Step 2: Conduct Pilot Project

Conduct Pilot Project

• Department of Education (FSA)• Total and Permanent Disability• Requests shared by email, Excel, etc.• Manual, error-prone, lack of audit trail• Very important customer service and

survey

Conduct Pilot Project (Cont.)

• From Department of Education (FSA):– “We are very happy with the results…

EXCEPTIONAL in their presentation, patience, training, and delivering the final product within the established timeframes.”

– “Definitely an ‘A’.”

Step 3: Convert Existing

BPM/Workflow

Convert Existing BPM/Workflow

• Enrollment processing (Vendor A)• Loan accounting (Vendor B)• Guarantor claims (Filebound)• Private loans (SharePoint with Vendor C)• Standardized on one vendor solution• Reduced maintenance costs

Step 4: Evaluate Customer

Touchpoints & Process Triggers

Evaluate Customer Touchpoints & Process

Triggers

Customer Correspondence

A picture tour of our mailroom initiating processes using Metastorm BPM

Lincoln, NE Mailroom Delivery

Mail Received in Document Services For Scanning

Envelopes Loaded In OPEX

Envelopes Sliced and All Contents Scanned to Kofax

Conveyor Scanner

BPM Process Auto-Started

Working Mail Electronically Through Metastorm BPM

Step 5: Identify System-Generated Manual Processes

Identify System-Generated Manual Processes

• Line-Of-Business System Exceptions• Errors• Manual Review• Reports

Step 6: Evangelize BPM With IT and Operations

Evangelize BPM With IT and Operations

• Become a common tool for all IT teams• Operational business analysts

– Modeling/Design– Business rules

• Investigate and implement– ProVision– Call center– Mobile capture

• Continued success that creates a buzz

Mike Randash, Executive Director of IT

Nelnet Diversified Solutions

MikeRandash@n-d-s.com

@mrandash

MikeRandash